MCA offers a variety of sales and service coaching as well as skills development tools.
One way of ensuring excellence in customer service and the guest experience is to monitor how your teams are interacting with your clients.
This can be accomplished through secret shopping. MCA’s approach is customized and specific to your business. Both in person and telephone shops can be conducted with the objective of increasing sales and service levels.
Below are overviews of MCA’s telephone + E-mail Shops:
JIT® Coaching Overview
JIT Coaching® is a unique and dynamic personalized approach to the standard industry “mystery shop.” While most companies want to have their sales, catering and reservation professionals shopped to improve productivity, they often miss a golden opportunity to reinforce behavior they want to see more of. Unlike other shopping services, we offer a dramatic difference to our approach with real-time feedback & coaching directly following the shop with an invitation for leadership to join.
Mystery Calls Overview
For MCA clients that are interested in benchmarking live salesperformance and interaction for inquiry calls for sales, catering, events, and reservations we offer Mystery Shopping. We offer inquiry call shops, proposal shops, RFP/proposal shops, e-mail lead shops, Cvent and competitive shops.
Sales Simulation Overview
MCA offers this interactive coaching service for sales, catering, and reservations staff. A simulation call is like a JIT Coaching® call however is a planned live role play. The sales professional has opportunity to prepare for the shop in advance and participate as if it is a real sales encounter however is given SMART® (Specific, Meaningful, Accurate, Realistic and Timely) feedback following the call from the certified MCA Coach. This live role play interaction becomes a mini training session that enhances the sales professional’s performance.
Our goal is to meet your needs and expectations!